ComplaintsforRed Wing Shoe Company Inc

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I can't put these shoes on without a shoe horn. I've never had this problem before. I dislike the shoes. Have only worn them once, they are near impossible to put on and are not comfortable. Need shoe horn to put shoes on. Never had this problem before. Sorry folks, I already spent nearly $400 with you all on my last visit. You want $17 for a shoe horn, I'm not paying it. I've been buying shoes from you for at least 30 years and have always been satisfied, until now. Your prices are crazy, and the quality is gone from your shoes. Perhaps I'll have to buy shoes elsewhere. Shoe Horns should be free.

  Business response

  06/28/2024

  Hello,

  We have tried to reach out to ***** multiple times by phone and email and he has not responded. 

  This is what I wrote to *****:
  
  *****,
  
  Thank you for reaching out to us here at Red Wing Shoe. My name is *****************************, I am one of the Leads here in the ******** ******************** at Red Wing Shoe Company. I am very sorry to hear that you are not happy with your recent purchase and am here to offer my assistance to resolve this for you.
  
  I understand the shoes are very difficult to get on and you must use a shoe horn to do so. And then when you do get them on, they are not comfortable to wear.Your most recent purchase shows a style 6814 CROSS LITE
  MEN'S SAFETY TOE CHUKKA, is this the shoe you are having the issues with? If not,please share the style with me so I can better understand the fitment problem.
  
  Regardless of what is causing the issue, I am willing to offer you the chance to send the shoes back to us here for a full refund or exchange into something else of equal value. I can issue a prepaid shipping label for their return to make the process as easy as possible for you. Please let me know your thoughts in this matter and express any further questions or concerns that you may have.
  
  He did chat in on 6/26/24 saying he never got the email, so we resent it, but he has yet to respond back telling us what he wants to do or if he accepts the offer for OOP RETURN FOR REFUND.
  
  *****************************, MBA  (she,her) 
  CE - Sr ******** Relations Specialist
  Red Wing Shoe Company Inc.
  P: ************
  Red Wing Shoes | Red Wing Work Boots

   

  Thank you,

  ****

   

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a pair of boots for work and within ****************************************************************************** to cut the tongue out of the pair of boots before they can issue a replacement pair. This is the only pair of boots have for work. They are supposed to have a 12 month Warranty on their products and they are not upholding their warranty

  Business response

  03/25/2024

  Hello,

  We reached out to ********, and we will be replacing her boots. She was happy with my offer to send her replacement boots prior to her sending the photos of the boots with the tongues cut out. We are sending out the replacement today 3/24/2024. SFC#********.

  Thank you,

  ****

   

   

  Customer response

  03/27/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my first pair last year and wore them for 6 months decided to put toe cap on because they were falling apart and the seams started to break apart so I decided to get them repaired by red wing and it took 3 weeks of repair when I was told it would only take 1 week and when I got them back they placed a stitch in the left boot which now makes it sag uncomfortably in the back of the foot , Im not even sure if the boots are even repairable now due to the stitching job that was done wrong

  Business response

  12/01/2023

  Hello,

  Below is one of two emails that were sent to *****, we have attempted to contact the *****. I also attempted to call him, but his voicemail hasn't been set up yet. 

  *****,
  
  Thank you for reaching out to us here at Red Wing Shoe and for voicing your concern in regard to the repair that was completed on your boots. We always appreciate getting feedback from our customers, without it, we would not know what or where we need to make improvements on.
  
  My name is *****************************. I am one of the Lead Consumer Relations Specialists here at Red Wing Shoe and I have been put in charge of your case. I will do everything I can to make sure you are taken care of, that this situation is resolved in a timely manner and that it is resolved in your favor.
  
  From what I understand you had a pair of boots that were worn for a little over 6-months, the seams started to break apart, so you brought them in to your local Red Wing store for repair. You were quoted 1-week on the turnaround time, and it took three. Then, when you did get them back,you couldn't wear the boots due to an oddly placed stitch at the back of the boot that causes it to sag uncomfortably. And now, you are afraid that there has been unreversible damage done to the boots due to the repair.
  
  All of this is very unfortunate and not what you should come to expect from our Red Wing stores, our repairs or our brand as a whole.If you don't mind, would you send a few photos of the boots in their current condition to show the issue at hand. Would you also tell me what store facilitated the repair. All of this information will help me in determining the best way to assist you. Let me know if you have any questions.
  
  
  
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought Red Wing "Rio Flex" safety toe work boots and they have worn out in two months. There are **** all the way through the leather, and I haven't really done anything too abusive to them at all. Upon contacting red wing, they said it was due to "outside influence". They sell work boots, I should be able to work in the boots without them falling apart. All they offered to do was give me a coupon for "Tuff Toe" which basically looks like truck bed liner they put on the toe. I don't want boots that are coated in truck bed liner. This is horrible customer support, a horrible warranty, and a horrible product.

  Business response

  04/27/2023

  We reached out to ****** and he will be receiving a refund.

  Thank you,

  ****

   

   

  Customer response

  04/27/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Redwing boots sole coming off ,second pair with this problem, waranteed until 11/10/2022, needed for work @ ****************** water production facility. Offered to take a different pair worth 100 dollars less they had there. Phone # associated with boots **********, but is no longer my personal #.

  Business response

  11/14/2022

  Hello,

  We called him a couple of times and his voicemail was not set up so couldnt leave message.  So I emailed him and have not heard back.

  Thank you,

  ****

   

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been wearing red wings my whole working career and so has my Mom. We went to the local red wing store in Temecula they claim to be a corporate store now. We went today to replace my Mom’s shoes and the store had a sign in the window stating they were only accepting cash. We called before hand to make sure they were open and they said yes. We pulled in the door and the door was locked. Some lady from inside opens the door and said due to “local regulation” they weren’t having people in the store. THAT IS A LIE A 100% LIE there is NO local regulation of the sort. We just walked out of a packed Costco drove across the street to the redwing store and they won’t let people inside. The red wing experience is having a shoe expert make sure you are getting a shoe that fits correctly and matching you with something you’ll be happy with. The lady flat out lied, there are no limits or regulations in place at this time. How do you buy a pair of redwings without walking in the store. I am not sure if redwing is aware of this lady locking their store during working hours and not allowing people inside to shop. Again there is NO regulation justifying her actions. Redwing this is our closest store please help. I know redwing values customer service and will do something to help. Also please fix their issue that is stopping them from accepting card.

  Business response

  01/12/2022

  We emailed Alexander last week and he did not respond.  We called him and asked if there was anything we could do to rectify the situation and he hung up on us.  So we called him back and told him we were disconnected and  the same thing

  happened, he did not give us a chance to finish our offer to assist in any way possible.

  Thank you,

  Gail 

  Customer response

  01/13/2022

   I am rejecting this response because:
  
  I did not receive an email. The business is correct they called me twice, the first time it was at 7am and it’s from a 1800 number, they left no voicemail at all. They called the next day at about 8:30am I picked up the phone and instead of introducing themselves they ask if this is Alex ******? I didn’t know who it was I get about 30 telemarketing calls a day, why are you any different? Introduce yourself, what happened to the good old days when you call someone and you say “Hello this is Alex ****** from Alex Systems, may I speak with John Doe?”

  As for “Hanging up” I didn’t hang up, in fact I had  speakerphone on in a group meeting at work and about 10 of my co-workers they all heard the red wing rep say “ugh” when I asked them to identify who they are and it was the red wing rep that hung up on me. That 1-800 number doesn’t put me directly in touch with the person that called me. Who are you, how do I get in touch with you? That’s bogus. 1) actually leave a voicemail 2) identify yourself before asking who I am, it’s not only polite, but in a world where scammers and telemarketers are out there, identify yourself if you initiate a call! 3) if someone asks you to identify yourself don’t say “ugh” and hang up! I work in a manufacturing environment and myself, my Mom and my 10 co-workers have now seen the professionalism of Red-Wing shoes! So I am rejecting the response because in my opinion it’s false! 

  Business response

  01/18/2022

  We spoke with Alex today, His main concern is that the store was not “open for business” when it appeared it should be.  He has had trouble with that store in the past not having stock, but never really any issues with service, so this was surprising to him.  I assured him that I was going to make the ROM aware of the specific issues and that we are already in the process of addressing them with the store as they have transitioned to a Company Owned Store.  I did offer to send him some coupons as a sign of “customer courtesy”, he said it was not necessary.  Please let me know if there is anything else I need to do from here.

  Thank you,

  Gail

   

  Customer response

  01/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16422981, and find that this resolution is satisfactory to me. It was a pleasure speaking with the rep from Red-Wing shoes, I really do hope they resolve the issues with this store. It’s the closest one to me and it’s a bummer having to drive so far to another store when this store should simply have inventory and be open for business. Again I thank them for reaching out and hearing my concerns. I was refreshing.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a pair of Red Wing's Irish Setter boots last month. However, the boots have serious quality defects and caused both of my feet injured. I cannot ware such defective boots any more. I request to return the defective boots to Red Wing for a full refund ($180) by Red Wing.

  Business response

  12/07/2021

  Hello,

  We offered a full refund and issued prepaid shipping label to return boots.

  Thank you,

  Gail

   

   

  Customer response

  12/07/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16336819, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  BOOTS A COUPLE OF MONTHS OLD ARE TWO DIFFERENT SIZES. ONE OF YOUR REPS CONFIRMED THIS BY LOOKING AT PICTURES. TWO OTHER REPS GAVE ME A HARD TIME ABOUT GETTING THIS ISSUE FIXED. I ORDERED NEW BOOTS HOWEVER THEY ENDED UP MISSING OR STOLEN OFF OF MY PORCH. I WAS INFORMED THAT I MUST WAIT 8 DAYS AFTER WHICH REDWING WOULD SEND ME ANOTHER PAIR OF BOOTS. I CONTACTED YOUR CS ON 11/5 VIA EMAIL TO EXPLAIN THE SITUATION. THAT IS WHEN I WAS TOLD OF THE 8 DAY WAITING TIME. VERY RUDE ABOUT IT ON THE PHONE AS WELL AFTER I CALLED IN. I DID NOT HEAR BACK FROM HER AFTER 8 DAYS SO I BOUGHT ANOTHER PAIR OF BOOTS THINKING I WOULD NEVER HEAR BACK FROM YOUR CUSTOMER SERVICE. ON 11/24 CS EMAILED BACK SAYING THAT HAVE SHIPPED OUT ANOTHER PAIR OF BOOTS AND THAT A SIGNATURE WOULD BE REQUIRED. BOOTS ARRIVED TODAY AND WERE LEFT ON THE PORCH AGAIN! THIS TIME THEY WEREN'T STOLEN BUT NO SIGNATURE WAS REQUIRED. YOUR CS IS INCOMPETENT IN REGARDS TO WHAT THEY SAY AND ACTUALLY DO. NOW I HAVE TO TAKE TIME OUT OF MY DAY TO RETURN THESE BOOTS TO UPS. ALSO I STILL HAVE MY ORIGINAL PAIR OF BOOTS THAT ARE TWO DIFFERENT SIZES. THIS WHOLE EXPERIENCE WITH REDWING HAS BEEN A MESS. HAVE BEEN A LOYAL REDWING BOOT CLIENT FOR OVER 20YRS BUT NEVER AGAIN.

  Business response

  12/01/2021

  Hello,

  We apology, explained situation and we processed a refund and issued a prepaid shipping label for pick up by UPS.

  Thank you,

  Gail

   

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent in my redwing 405 boots to have them cleaned, stitches fixed and resoled. The process took 4 weeks for them to complete. When I received them back they had not been cleaned and the stitches were not fixed. On top of this the soles that were put on were Irish setters. When I contacted redwing I spoke to Cassie Dress and she requested pictures. After she received the photos she emailed to say the redwing soles were on back order and the the Irish setter soles were exactly the same. Here are my issues broken down, 1) I paid to have stitches fixed that were not. 2) I paid for cleaning that did not happen 3) non redwing soles were put on my boots 4) I have reached out to Cassie two more times and she has not responded. I went into my local redwing store with the intention of buying Irish setter boots but was told they were inferior to redwing, so why would Irish setter soles be the same as redwing soles. I want my boots replaced and an explanation as to why customer satisfaction is of no importance.

  Business response

  11/08/2021

  Hello,

  We are replacing Mark's boot like he asked so he has been taken care of.

  Thank you,

  Gail ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩